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Peer-reviewedCC BYJournal of Patient Experience

Optimizing the Patient Experience Through Clinician Coaching or Communication Intervention: A Randomized Pilot Study

  • Jennifer A. Bold DNP, APRN, FNP-BC
  • Chad Fritsche
  • Natalie M. Averkamp MS
  • Crystal Hilger-Feeser DNP, APRN
  • Jill M. Smith MSN, APRN, CNP
  • Eric Nelson MA
  • Renee Weatherly
  • Summer V. Allen MD
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Abstract

Purpose Patient experience is an indicator of health care quality, yet evidence for efficient, scalable interventions in primary care is limited. This randomized pilot study examined whether individualized patient experience coaching or a communication class improved patient experience scores compared with no intervention. Clinician burnout was explored as a secondary outcome. Methods Primary care clinicians with “Likelihood-to-Recommend” scores below the 90 th percentile were randomized to individualized coaching, a communication class, or no intervention. Patient experience scores were analyzed for up to one year after the intervention using generalized linear mixed models. Burnout was measured at baseline, immediately post-intervention, and two months later using the Maslach Burnout Inventory. Key Findings Nineteen clinicians completed the study. Composite Top Box Scores improved significantly in the coaching group compared with the control (p=0.006). Improvements in the communication class group did not reach statistical significance (p=0.12). Burnout analyses were limited by low post-intervention response rates. Implications Individualized coaching may improve patient experience scores and offer feasible strategies for enhancing patient experience in primary care.

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Cite

BibTeXRIS
BibTeX
@article{jenniferabolddnp2026optimizing,
  title = {{Optimizing the Patient Experience Through Clinician Coaching or Communication Intervention: A Randomized Pilot Study}},
  author = {Jennifer A. Bold DNP, APRN, FNP-BC and Chad Fritsche and Natalie M. Averkamp MS and Crystal Hilger-Feeser DNP, APRN and Jill M. Smith MSN, APRN, CNP and Eric Nelson MA and Renee Weatherly and Summer V. Allen MD},
  journal = {Journal of Patient Experience},
  year = {2026},
  month = nov,
  doi = {10.1177/23743735261503094},
  url = {https://doi.org/10.1177/23743735261503094},
  note = {CC BY},
}
RIS
TY  - JOUR
TI  - Optimizing the Patient Experience Through Clinician Coaching or Communication Intervention: A Randomized Pilot Study
AU  - Jennifer A. Bold DNP, APRN, FNP-BC
AU  - Chad Fritsche
AU  - Natalie M. Averkamp MS
AU  - Crystal Hilger-Feeser DNP, APRN
AU  - Jill M. Smith MSN, APRN, CNP
AU  - Eric Nelson MA
AU  - Renee Weatherly
AU  - Summer V. Allen MD
PY  - 2026
DA  - 2026/11/04
JO  - Journal of Patient Experience
DO  - 10.1177/23743735261503094
UR  - https://doi.org/10.1177/23743735261503094
AB  - Purpose Patient experience is an indicator of health care quality, yet evidence for efficient, scalable interventions in primary care is limited. This randomized pilot study examined whether individualized patient experience coaching or a communication class improved patient experience scores compared with no intervention. Clinician burnout was explored as a secondary outcome. Methods Primary care clinicians with “Likelihood-to-Recommend” scores below the 90 th percentile were randomized to individualized coaching, a communication class, or no intervention. Patient experience scores were analyzed for up to one year after the intervention using generalized linear mixed models. Burnout was measured at baseline, immediately post-intervention, and two months later using the Maslach Burnout Inventory. Key Findings Nineteen clinicians completed the study. Composite Top Box Scores improved significantly in the coaching group compared with the control (p=0.006). Improvements in the communication class group did not reach statistical significance (p=0.12). Burnout analyses were limited by low post-intervention response rates. Implications Individualized coaching may improve patient experience scores and offer feasible strategies for enhancing patient experience in primary care.
SN  - 2374-3743
SN  - 2374-3735
ER  -